Modernizing IT Service Management with ServiceNow
ITSM Processes Migration, ServiceNow Implementation and Technical Support for OTP Bank
Case Study
Company card
About the customer:
OTP Bank, part of the Raiffeisen Group, is one of the leading financial institutions in Ukraine, offering a wide range of retail, corporate, and digital banking services. The bank focuses on innovation, efficiency, and security, continuously investing in technology to enhance its service delivery and customer experience.
Industry: Banking & Financial Services
Headquarters: Ukraine
Cooperation period: August 2024 – December 2024
Employees: 8,000+
Website: https://www.otpbank.com.ua/
Executive Summary
To drive operational efficiency and transparency, OTP bank partnered with Teiva Systems to migrate its legacy IT Service Management (ITSM) system to ServiceNow. The transformation enabled seamless process integration, data governance, and improved service visibility across the enterprise.
The initiative resulted in a unified ITSM platform that enhanced service reliability, reduced manual effort, and created a solid foundation for future AI-driven automation and governance maturity.
Business Challenge
The organization faced challenges typical for legacy ITSM systems:
- Deep dependencies on outdated tools and hard-coded integrations.
- Inconsistent data and limited automation capabilities.
- Resistance to adopting new processes and systems.
- Risk of service disruption during migration.
The objective was to execute a seamless migration to ServiceNow while ensuring business continuity, data accuracy, and user adoption.
Solution & Business Value
Teiva Systems executed a comprehensive migration and modernization program aligned with ServiceNow and ITIL best practices:
Migration & Configuration:
Transitioned CMDB, Incident, Problem, Change, Request, and Knowledge Management processes to ServiceNow.
Data Governance:
Cleaned and unified configuration data to ensure accurate service mapping and lifecycle control.
Testing & UAT:
Conducted extensive validation sessions to ensure a smooth go-live.
Training & Adoption:
Provided detailed documentation, user training, and ongoing adoption support.
Continuous Support:
Ensured platform stability and optimization post-migration.
Business Outcomes:
- Unified platform for managing all ITSM processes.
- Improved transparency and accountability across IT operations.
- Enhanced CMDB accuracy and reduced manual interventions.
- Faster service delivery and resolution times.
- Scalable governance model for ongoing IT evolution.
Value for End Customers:
- Faster response to incidents and service requests.
- Improved reliability of IT services supporting business operations.
- Better user experience through streamlined support processes.
Value for the B2B Client:
- Reduced operational complexity and maintenance costs.
- Real-time monitoring of IT performance and service availability.
- Increased team efficiency and cross-departmental collaboration.
- Solid foundation for future automation, AI, and predictive analytics.
Use Cases Covered by the Application
Incident, Problem, Change, and Request Management.
Contract and Service Portfolio Management.
CMDB Lifecycle and Asset Governance.
Knowledge Base and Self-Service Portal.
Testing, UAT, and Documentation Frameworks.
Technologies and Tools
Talk with our experts
For USA
Raphael Holdermann
Co-founder & Chief Customer Officer at Teiva Systems USA
Raphael is a client-focused leader known for his big-picture business vision and entrepreneurial acumen, having successfully launched organizations, turned around challenged businesses and rapidly scaled programs for small to large enterprises in the ServiceNow ecosystem.
Dach region (Germany, Switzerland & Austria)
Kostya Bazanov
Co-Founder & Director at Teiva Systems Germany
Kostya has been developing and extending the business footprint of Teiva Systems in the DACH region. Being a trusted advisor and a ServiceNow solution architect since 2012, he offers reliable and quality business and IT solutions, products, and services to our clients.
Other countries
Oleksii Konakhovych
Co-Founder & CTO at Teiva Systems
Oleksii working with ServiceNow since 2007 and inspired by the opportunity to build a process design and platform architecture. Oleksii using a years of experience to be a few steps ahead of the challenges. Our customer will have the best result and noticeable improvements in the quality of work.